Troubleshooting Guide

Solutions to common issues and problems with ArenaDocs.

Table of Contents

• Login & Authentication
• Document Loading
• Chat & Q&A Issues
• Edit Mode Problems
• Drafting Issues
• Review Problems
• Performance Issues
• Getting Help

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Login & Authentication

"Session Expired" Message

Symptoms:

• Redirected to login screen unexpectedly
• "Session Expired. Please Log Back In" message

Solutions:

1. Click "Login" to re-authenticate

   • Your session token has expired (tokens last 1 hour)
   • Normal behavior for security

2. Clear browser data if login loop occurs

   • Open browser settings
   • Clear cookies for arenadocs domain
   • Try logging in again

3. Check network connection

   • Ensure stable internet connection
   • VPN may interfere with authentication

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Login Button Doesn't Work

Symptoms:

• Clicking Login does nothing
• Login dialog doesn't appear

Solutions:

1. Check popup blocker

   • ArenaDocs uses a popup for authentication
   • Allow popups for the Word Online domain
   • Or use Word Desktop instead

2. Try a different browser

   • Chrome or Edge recommended
   • Safari may have popup restrictions

3. Refresh the add-in

   • Close and reopen the ArenaDocs panel
   • Reload the Word document

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"Invalid Token" Error

Symptoms:

• API calls fail with 401 error
• "Invalid token" or "Unauthorized" messages

Solutions:

1. Log out and log back in

   • Click the logout icon
   • Wait for logout to complete
   • Log in again

2. Clear local storage

   • Browser DevTools → Application → Local Storage
   • Delete entries for ArenaDocs
   • Log in again

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Document Loading

Document Not Recognized

Symptoms:

• AI responses don't reference document content
• "Unable to access document context" errors

Solutions:

1. Ensure document is saved

   • Save your document before using ArenaDocs
   • Unsaved documents may not load correctly

2. Check document format

   • ArenaDocs works best with .docx format
   • Convert from .doc if necessary

3. Refresh document context

   • Switch tabs (e.g., Chat → Review → Chat)
   • This forces a document refresh

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Slow Document Loading

Symptoms:

• Long delay before AI responds
• "Loading document..." takes too long

Solutions:

1. Wait for initial load

   • First interaction takes longer (document parsing)
   • Subsequent interactions are faster

2. Reduce document size

   • Very large documents (100+ pages) may be slow
   • Consider working with sections

3. Check network speed

   • Slow connections impact response time
   • Try a faster network if available

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Chat & Q&A Issues

No Response from AI

Symptoms:

• Sending message shows spinner indefinitely
• No response after several minutes

Solutions:

1. Check timeout (5 minute limit)

   • Very long queries may timeout
   • Try a shorter, more specific question

2. Verify network connection

   • Ensure stable internet
   • Check if other websites work

3. Retry the request

   • Click in the input area
   • Send the message again

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Irrelevant Responses

Symptoms:

• AI responses don't match your question
• Citations point to wrong sections

Solutions:

1. Be more specific

   • Instead of "What about payment?"
   • Try "What is the payment due date in Section 4?"

2. Refresh document context

   • If document changed significantly
   • Switch tabs to refresh

3. Check question clarity

   • Use complete sentences
   • Reference specific sections if known

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Citations Don't Navigate

Symptoms:

• Clicking citation does nothing
• Wrong section is selected

Solutions:

1. Document may have changed

   • If you edited the document, sections shifted
   • Re-run the query for updated citations

2. Scroll manually

   • Citation number indicates approximate location
   • Section 15 = roughly 15th paragraph

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Edit Mode Problems

"Please Select Text to Edit"

Symptoms:

• Error when trying to submit edit
• Edit mode seems inactive

Solutions:

1. Select text in Word first

   • Click and drag to select text
   • Then type your instructions

2. Verify Edit Mode is enabled

   • Check the toggle at bottom of Chat panel
   • Toggle should show "Edit Mode" active

3. Click in document after selecting

   • Word may lose focus
   • Click back in the ArenaDocs panel

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Changes Not Applied Correctly

Symptoms:

• Accepted changes don't appear
• Wrong text was modified

Solutions:

1. Check selection hasn't changed

   • Keep original text selected while reviewing
   • Don't click in document before accepting

2. Use smaller selections

   • Large selections may have issues
   • Try editing paragraph by paragraph

3. Try "Reject" and re-do

   • Reject the changes
   • Select text again
   • Submit new instructions

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Redline Preview Missing

Symptoms:

• No preview appears after submitting
• Spinner runs but nothing shows

Solutions:

1. Wait for processing

   • Complex edits take longer
   • Wait at least 30 seconds

2. Check for errors

   • Look for error messages
   • Console may have details

3. Try simpler instructions

   • "Make this shorter" instead of complex requests
   • Build up complexity gradually

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Drafting Issues

No Options Generated

Symptoms:

• Generating returns 0 options
• Guardrail violation message

Solutions:

1. Check request is in scope

   • ArenaDocs is for legal drafting
   • Non-legal requests are blocked

2. Try more detail

   • "Payment clause" → "Net-30 payment terms with late fees"
   • Specificity helps generation

3. Reference existing language

   • "Similar to our standard vendor agreement"
   • Helps ground the generation

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Generated Clauses Don't Match Style

Symptoms:

• Clause style doesn't match document
• Terminology is different

Solutions:

1. Specify style in description

   • "Use formal legal language"
   • "Match the tone of Section 4"

2. Upload your templates

   • Better templates = better results
   • Your templates improve AI results

3. Use Edit Mode to refine

   • Generate a starting point
   • Edit for exact style match

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Review Problems

Review Takes Too Long

Symptoms:

• Review running for 2+ minutes
• Timeout errors

Solutions:

1. Wait patiently

   • Large documents take longer
   • Progress messages indicate activity

2. Try smaller sections

   • Select portion and use Edit Mode
   • Or split document into parts

3. Simplify document

   • Remove images/charts temporarily
   • Review text content only

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No Template for Comparison

Symptoms:

• "No template found" error
• Template comparison fails

Solutions:

1. Upload a template first

   • Go to Review tab
   • Select document type
   • Click "Upload Template"

2. Check document type selection

   • Ensure you selected the right type
   • Template must match document type

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Issues Seem Incorrect

Symptoms:

• Flagged issues aren't real problems
• False positives in review

Solutions:

1. Use judgment

   • AI suggestions require human review
   • Some flagged items may be intentional

2. Consider context

   • Negotiated terms may differ from templates
   • Not all differences are problems

3. Check severity

   • Focus on High severity first
   • Low severity are suggestions, not requirements

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Performance Issues

Slow Response Times

Symptoms:

• Everything takes longer than expected
• Spinner shows frequently

Solutions:

1. Check network connection

   • Use speed test to verify
   • Try different network if possible

2. Reduce document size

   • Very large documents are slower
   • Consider working in sections

3. Close unnecessary tabs

   • Browser memory impacts performance
   • Close other Word documents

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Add-in Crashes or Freezes

Symptoms:

• Panel becomes unresponsive
• White screen or error

Solutions:

1. Refresh the add-in

   • Right-click panel → Reload
   • Or close and reopen

2. Restart Word

   • Close Word completely
   • Reopen and reload add-in

3. Clear add-in cache

   • Windows: Delete Office cache folder
   • Mac: Clear container data

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Error Messages Reference

Error	Meaning	Solution
"Session Expired"	JWT token expired	Log in again
"Network Error"	Can't reach server	Check internet connection
"Request Timeout"	Server took too long	Retry with simpler request
"Invalid file type"	Non-.docx uploaded	Use .docx format only
"Document not found"	Template missing	Upload required template
"Guardrail violation"	Request out of scope	Revise to legal topic

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Getting Help

Self-Service Resources

1. This documentation - Comprehensive guides
2. FAQ - Common questions answered
3. Status page - Check system status

Contact Support

If issues persist:

1. Email: support@arenadocs.com
2. Include:
   • Description of the issue
   • Steps to reproduce
   • Browser and Word version
   • Screenshots if applicable

Reporting Bugs

When reporting bugs, include:

• What you were trying to do
• What happened instead
• Error messages (exact text)
• Browser console logs if available

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Related Guides

• User Guide - Feature documentation
• Getting Started - Initial setup
• FAQ - Common questions

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